Driving customers to upgrade their subscriptions to improve benefits
research and redesign of existing upgrade experience to significantly improve the higher product mix
#BusinessGrowth #CustomerObsession
Context
A global anti-virus tech company was looking to build customer centric experiences to promote upgrade mindsets amongst their existing customers, and were seeking experience recommendations to position themselves beyond just an anti-virus company. Our client was looking to identify key customer behaviours and motivations to focus their efforts on, then identify relevant experience-based opportunities for their product packages in order to understand how to increase upgrade incidences for their current suite of products.
PROCESS
Pensaar Design started with identifying upgrade behaviour principles and subsequently carrying out competition benchmarking and case study analysis to zero in on the specific customer behaviours and mindsets. We then carried out in-depth qualitative & quantitative research across multiple locations both in India and across the globe, to uncover customer behaviours, motivations & perceptions as well as understand pain points to carve out new experience opportunities for our client.
